Remote IT Support Analyst (Dallas)

Introduction: Make Tech Simple, Make People Confident

When a user’s day goes off the rails because of a password, a software glitch, or a hardware hiccup, you’re the one who brings things back on track. You’re not just tech support. You’re the calm in a storm, translating jargon into plain English, and showing people what technology can do for them. If you love making the complicated feel doable and leaving people more empowered than when you found them, this is the kind of role for you.

What Success Looks Like

Helping People Solve Problems—Fast

• 💡 Turn confusing tech into simple steps people can follow.
• 🎧 Be the go-to voice when something breaks, helping users feel seen and heard.
• 🧭 Onboard new teammates or clients so their first steps feel easy, not overwhelming.

Seeing Trouble Coming and Heading It Off

• 🚦 Notice patterns before they become company-wide headaches—and fix them at the root.
• 🛠️ See every ticket through from first hello to final sign-off, always owning the outcome.

What You'll Tackle Each Day

Teaming Up Across the Company

• 🔗 Work closely with folks in engineering, operations, and support to keep things running smoothly.
• 🗣️ Break down tough ideas for teammates, whether that’s in a Slack message, on Zoom, or through clear documentation.

Making Work Happen Anywhere

• 📈 Review support data to spot what’s slowing people down, then push for better solutions.
• 🚀 Help more than 200 remote users stay connected by troubleshooting devices and keeping cloud tools humming.
• 🕵️‍♂️ Write up fixes that make future problems easier to solve for everyone.

How You Make a Real Difference

Building Trust With Every Interaction

• 🥇 Treat every support request as a chance to show users they’re in good hands.

Changing the Way We Work

• 🔄 Suggest ways to cut out unnecessary steps, speed things up, and make life easier for everyone.
• 🏆 Teach best practices in everyday language so users feel capable, not lost.
• 🌎 Help shape a remote culture where geography never gets in the way of getting things done.

Your Tools and Environment

What You’ll Work With

• 🖥️ Tackle issues on Windows, macOS, and mobile devices, making sure everything stays secure and up to date.
• ☁️ Support cloud platforms like Microsoft 365, Google Workspace, VPNs, and remote desktop tools.

How You’ll Work Together

• 🗂️ Use Jira to manage tickets and Confluence to keep knowledge organized.
• 🛡️ Promote security best practices for passwords, devices, and accounts.
• 🔄 Communicate through Teams, Slack, and Zoom to keep everyone in the loop.

What Makes You Stand Out

Your Approach and Mindset

• 🌟 Treat every support request as a teaching moment.
• 🤝 Listen closely, then jump into action so users never feel left hanging.
• ✍️ Write clearly and with empathy, whether in a help doc or chat.
• 🕰️ Juggle multiple requests without losing your cool—or your priorities.
• 🔎 Notice trends and bring them up before they turn into real problems.

What You Bring

Your Experience

• 🔧 Hands-on background solving remote IT challenges across different devices.
• 📚 Experience with ticketing systems (Jira, ServiceNow, Zendesk) and remote tools.
• 🎓 Good understanding of networks, cloud systems, and user management.

Your Way With People

• 💬 Break down tech so anyone can get it, whether they’re IT savvy or new to the job.
• 💡 Always hunting for a better, faster way to solve the next problem.

How and Where You'll Work

The Day-to-Day

• 🏠 100% remote, supporting users mainly in the Dallas time zone.
• 🕒 You’ll have time to focus and space to solve tough problems—no chaos, just progress.
• 🌐 You’ll use Microsoft 365, Slack, Teams, Zoom, Jira, Confluence, and security tools to stay connected.
• 🤗 You’re joining a team that helps each other and celebrates wins together.
• 💸 Annual Salary: $76,389

Let’s Build Something Better—Together

If helping people succeed with technology is what motivates you, and you want to work somewhere where your ideas matter, we want to hear from you. Ready to help us build a better remote experience for everyone? Let’s get started.